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Warranty Claims Specialist

2 months ago

Jacksonville, Florida, United States The Ware Group LLC Full time
Job Overview

Position Summary:

The Warranty Coordinator is responsible for executing warranty procedures to guarantee the precision and promptness of warranty claims directed to Vendors and Manufacturers. This role plays a crucial part in securing credits and/or replacement items while collaborating with branch staff to gather comprehensive information. The position reports directly to the Warranty Manager.

Key Responsibilities:

  1. Oversees warranty processing to meet established targets, preventing a backlog of claims and ensuring timely vendor credits for returned items.
  2. Processes claims according to the priority status of warranty vendors.
  3. Generates and evaluates relevant reports to facilitate timely processing, including open purchase orders, return goods queues, product history, and inventory valuation.
  4. Maintains effective vendor relationships and ensures open communication channels for vendor approval of questionable claims where credits or replacement parts are sought.
  5. Collaborates with branch personnel (counter sales, warehouse, and management) on warranty processing procedures as necessary to ensure prompt processing.
  6. Investigates claims, follows up on outstanding warranty requirements, and addresses inquiries from internal and external customers to ensure successful warranty processing.
  7. Performs additional responsibilities as assigned to ensure the smooth and efficient operation of the organization.

Scope of Responsibilities:

  1. Accountable for processing warranty claims valued between $1.6 million and $2.5 million annually.
  2. Responsible for managing 1500 to 2500 purchase orders each year.
  3. Ensures swift resolution of outstanding vendor credits.
  4. Maintains a safe, clean, and efficient work environment.

Internal Relationships:

Regularly engages with the Warranty Manager, Purchasing and Inventory Management, Warehouse Managers, Sales personnel, Accounts Payable Coordinators, and other employees within the warranty department, as well as IT personnel.

External Relationships:

Frequently interacts with a diverse range of vendors and vendor representatives to uphold strong vendor relationships aimed at expediting and approving warranty claims. The Warranty Coordinator may negotiate exceptions for unusual warranty issues with vendors and must effectively communicate the correct procedures for processing warranty claims to team members.

Decision-Making Authority:

Recommends modifications to standard operating warranty processes to enhance efficiency. Prioritizes warranty claims to ensure that high-value claims receive immediate attention for prompt credit or product replacement from vendors. The Warranty Manager and Director of Operations hold final decision-making authority regarding warranty policies, procedures, and exceptions.

Qualifications:

  • High School diploma or equivalent (GED).
  • Proficient in PC usage with experience in Microsoft Suite and job-related technologies; familiarity with Eclipse operating software is essential for success.
  • Strong attention to detail with problem-solving capabilities and follow-through to resolution.
  • Excellent typing and data entry skills.
  • Above-average verbal and written communication skills, with proficiency in English across all formats.
  • Basic mathematical and computational skills.
  • Experience in HVAC/R is preferred.

Work Environment:

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Requirements:

While performing the duties of this job, the employee is regularly required to sit, use hands for handling products and paperwork, type, talk, and hear. The employee frequently walks and occasionally stands, reaches with hands and arms, climbs or balances, and stoops, kneels, or crouches. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Office Environment:

Typical office conditions at Branch Support with possible on-site visits to various branch office/warehouse facilities, requiring prolonged periods of standing, walking, and sitting. Visual acuity and hand dexterity are necessary for typing, reading, producing reports, and performing data entry tasks. Minimal physical exertion is required in daily activities. Auditory acuity is essential for managing a high volume of telephone and in-person communications.